Troubleshoot disconnected agents during secure call flow


Problem

Agents are unexpectedly disconnected when they transfer callers to a secure call flow, but expected behavior is to reconnect with callers after they complete the secure flow.

Cause

In Architect, if the flow is agent-initiated, the secure flow ends with the Return To Agent action. In PureCloud scripting, you can configure the Invoke Secure Flow script action to either return the customer to the agent and the script in progress, or you can end the agent script session when the call is passed to the secure flow.

Solution

Review scripting configuration to confirm the Invoke Secure Flow script action was correctly set to return the call flow to the agent upon completion of the secure session: